Warranty coverage & rework

BenchKey checks warranty coverage where a comeback first appears: ordinary staff-led check-in. The result is based on the shop’s configured warranty period and the original ticket’s latest paid invoice.

Recorded from the real app: an active 90-day warranty is recognized for Jeffrey “The Dude” Lebowski, the original ticket appears before intake, and the return becomes a fully documented $0 rework ticket.

How coverage is calculated

Set Warranty (days) in the business legal settings. For each ticket, BenchKey uses:

1. The ticket’s latest paid invoice as the start date.
2. The configured warranty period as the length of coverage.
3. The current date to determine whether the warranty is active or expired.

A ticket with no paid invoice or a shop with no configured warranty period has no derived coverage. Expired coverage does not appear as active at intake.

Catch coverage during check-in

1. Open New Ticket.
2. Search for and select the returning customer.
3. BenchKey checks active coverage using the saved phone number.
4. When a covered repair exists, the form shows the original ticket, terms summary, and days remaining.
5. Review the original work before deciding whether the return should be a new paid repair or a warranty rework.

The lookup is debounced and non-blocking. A short number, no match, or failed request stays quiet so check-in can continue.

Recognize the same hardware

Open Optional device info and enter the serial number or IMEI. When the identifier already belongs to an asset your shop has seen, the form can show:

• That it is a returning device
• The number of prior tickets
• The last reported service
• A link to view the earlier history
• An ownership warning when the saved customer differs

This check does not replace the customer record or silently merge histories. It gives the counter context before accepting the device.

Document a no-charge rework

Use the normal check-in fields so the return is complete instead of becoming a vague note:

• Customer and store
• Device, category, and reported issue
• Serial, IMEI, and access code when applicable
• A $0.00 price estimate for a no-charge rework
• Queue assignment
• Internal notes that reference the original repair number and describe the retest plan

The resulting ticket keeps those details in its internal intake record and appears in the same queue as every other repair.

Formal claim records

BenchKey’s API supports a formal claim lifecycle for integrations and custom workflows:

• Open a claim only against an actively covered ticket
• Move open → approved or open → rejected
• Move approved → resolved or approved → rejected
• Link one rework ticket
• Store the reason, resolution notes, and snapshotted warranty expiry

See the Warranty claims API reference for endpoints, scopes, validation, and examples. The counter UI shown above focuses on detecting coverage and documenting the rework at intake.

See the complete Warranty coverage feature page.